Privacy Policy

What information we collect

Health information is a special category of "sensitive information" under the Privacy Act, and we treat it accordingly.

How we collect it

Mostly direct from you: bookings, new patient forms, conversations with our team, or via phone, email, and WhatsApp. Sometimes from others with your consent or where clinically necessary, such as a referring GP, specialist, Medicare, DVA, WorkSafe, TAC, NDIS, or your private health fund. Our website also collects limited technical data automatically (see section 8).

Why we collect and use it

• Assess, diagnose, and treat your condition, and provide ongoing care
• Book, manage, and remind you of appointments
• Process payments, invoices, and claims (Medicare, private health, DVA, WorkSafe, TAC, NDIS)
• Coordinate care with other health professionals involved in your treatment
• Meet legal, clinical record-keeping, and AHPRA obligations
• With your consent, send clinic updates or health tips

We won't use your health information for marketing without your specific consent, and you can opt out of marketing at any time.

Who we may share it with

Only where necessary for your care, required by law, or with your consent: other treating practitioners, Medicare/DVA/WorkSafe/TAC/NDIS, your private health fund, our practice management and payment software providers (under confidentiality obligations), or regulatory bodies like AHPRA. We do not sell your information or share it for third parties' own marketing.

Storage overseas

Some platforms we use for bookings, records, or hosting (e.g. Acuity Scheduling, Squarespace) may store data on servers outside Australia. We take reasonable steps to ensure these providers handle information consistently with the Australian Privacy Principles.

How we protect your information

We store clinical records in secure, access-controlled systems and take reasonable technical and administrative steps against loss, misuse, or unauthorised access. Access is limited to staff who need it to provide your care or run the practice.

Access and correction

You can request access to, or correction of, the personal and health information we hold about you by contacting us below. We may need to verify your identity, and may charge a reasonable fee to cover the cost of providing copies, in line with Victorian health records legislation.

Cookies and website analytics

Our website uses cookies and analytics tools (such as Google Analytics) to understand how visitors use the site. These may collect your IP address, browser type, and pages viewed. You can disable cookies in your browser settings.

Complaints

Contact us first so we can try to resolve it directly. If unsatisfied, you can contact:

Complaints about a treating practitioner's conduct (rather than how we've handled your information) can also be raised with:

Changes to this policy

We may update this policy from time to time. The current version is always available on this page.